Hotel Refund

KaosLisa_2

Right basically, from the 1st til the 3rd of July me and my mum went down to Cornwall for a few days just to get away from home. Spent out first night in a travelodge in Plymouth which was great, exactly what we expect.

We then travelled up to NewQuay the second day and had booked a room in a small family run hotel quite close to the beach. When we arrived there, there was no one there to greet us, just an envelope pinned to a notice board inside a porch like area containing our keys to our room and a front door key.

Now to be honest, we both found this pretty strange to begin with but thought maybe the owners had just popped out and seeing as this hotel only had 8 or 9 bedrooms we assumed it was just run by a few people so that was fine. We settled into our room and then headed out into NewQuay for the night returning to the hotel around 10pm, again nobody around the place so we just headed to bed.

At around 1am then we were firstly woken up by other guests ringing the doorbell to the hotel which echoed all the way up the stairs and was very loud but just thought someone had locked themselves out and someone would soon open the door. When no one answered the door the guest who was staying there then decided to kick the front door to the hotel and was banging really hard on the door.

Now by this point me and my mum were wide awake and didnt have a clue what was going on but at least expected someone to get up and sort the situation out or someone to ring the police, none of this happened, the owners were no where to be seen and this carried on for around half an hour before the guests friends turned up and let him in.

So we settled down and returned to sleep after the guests had let themselves in and made ALOT of noise, even though there were signs everywhere saying that people making excessive noise and disturbing other guests would be removed from the hotel.

Then at around 3am we were woken up again by banging on the door and ringing of the doorbell by a guest from the same party. After ten or so minutes someone let him in and this group of guests decided to have a full on drunken conversation right outside our door and they werent exactly talking quietly. They were so loud it wouldnt suprises me if the whole hotel could of heard them. This all went on for around an hour before we were finally able to drop of to sleep again.

In the morning we finally met one of the owners and complained about the noise, which she seemed to be totally unaware of and seeing as it was such a small hotel, it seems that the owners obviously didnt stay in the hotel to manage it that night. She was very apologetic and said that our complaint would be dealt with and the guests involved would be removed from the hotel and also we would be given our money back. So we thought great, we get our money back and the situation would be dealt with.

We returned to our room to pack our stuff then and returned to the lobby area when we decided to leave. Again we could fine no one to give our keys back too, so after ten minutes of waiting and looking for someone, for no one to appear we left the keys on a chair in the lobby area and left as we had a long car journey ahead of us home and needed to be home by early evening.

Its been two weeks now and I have had no email, phone call or letter with a refund which was promised to us and I'm just unsure what I should do. Should I email/phone them myself and ask about the situation?

Sorry this is so long, but im unsure of my right or anything on this as I dont know whether it is the owners fault for not being there to sort the situation out or not and obviously its not their fault the guests were loud (and me and mum my are quite easy going people, a bit of noise is fine but this was beyond a joke along with all the language that we were hearing!!) but surely they should of been there to deal with it.

Any advice would be great thanks!

hollydays

Sounds like you had a lousy nights sleep,but isn't this par for the course with any hotel sometimes?

I think there must be insurance implications.How can they have a hotel with no caretaker staff?

How much did you pay for the room?

You need to name the hotel on this thread,and ring and ask politely why you have received no refund.If you still don't receive one,I don't see there is much you can do other then review them online.

Mark_Hewitt

Don't forget to write your review on tripadvisor!

pinkshoes

If there was no member of staff on site to sort the noise out (obviously not if they were oblivious to it all!) and no contact number to report noise, then they should certainly give you a full refund.

Send them a recorded delivery letter, reminding them of your terrible stay, and asking for your refund as promised.

As someone else said, leave them a terrible review on trip advisor, as reputation is everything in the hotel business.

woody01

A hotel should have someone on site 24 hours.

BargainGalore

what a awful hotel

Mark_Hewitt

woody01 wrote: »

A hotel should have someone on site 24 hours.

Agreed. I guess the difference is between someone on the front desk 24 hours a day, which a hotel must have. Or someone on the premesis all the time.

Actually many hotels (I know travelodge do this) say they have someone on the desk 24 hours a day, but in reality during the wee small hours they are asleep in a room next to the reception. There's little point having someone sitting at the front desk at 2am when the chances anyone needing attention are practically zero.

KaosLisa_2

Thanks for the advice. I thought someone would have to be on site at all times but wasnt sure and they blantently werent there otherwise im sure they would of realised their front door was being kicked down!!

I shall give them a call tomorrow and ask where my refund is, I feel like giving them a bad review even if they do refund us as well because it was truly awful and I dont see why I should be having to chase them for our refund. We paid £56 for the room. I just couldnt believe the noise there and how no one was there to stop it, it was as if the hotel was just left to its own devices.

Mark_Hewitt

KaosLisa wrote: »

I feel like giving them a bad review even if they do refund us as well because it was truly awful and I dont see why I should be having to chase them for our refund.

Of course you should, tripadvisor and sites like it are for factual accounts, good, bad and indifferent of your hotel stay. So you should write your review, just hold off and see if you get your refund as if you do you should write that in the review. Of course if you don't, write that too!

hollydays

Ahem- tell them you will give them the benefit of the doubt- perhaps they lost your address :rolleyes: ,finally ,your last resort if they don't reply to the letter ,you could remind them you ARE going to put a review on tripadviser saying what happened.

Mark_Hewitt

Out of interest. Does tripadvisor currently have anything to say about that hotel? Which is called?